Collections Program Manager

Central Hudson Gas & Electric•Poughkeepsie, NY

1d•Onsite

About The Position

A Collections Program Manager in the Customer Account Services Group is responsible for overseeing the recovery of outstanding customer debts by proactively contacting customers with overdue accounts to arrange payments, resolve billing discrepancies, and support the organization’s financial integrity. This role interacts regularly with internal stakeholders and external vendors and collaborates with legal counsel to support, initiate and represent the Company during legal proceedings when necessary. The Collections Program Manager ensures high-quality customer service throughout the resolution process. This role serves as a key liaison across departments including the Contact Center, Consumer Outreach, Customer Billing, Legal, Regulatory, etc., ensuring coordinated and customer-focused resolution efforts. Key responsibilities include monitoring accounts receivable, identifying and engaging customers in arrears, negotiating payment plans, and maintaining detailed records of collection efforts and activities.

Requirements

Bachelors degree in Business Administration, Communications, Pre-Law or a related field of study and professional experience in Customer Service, Collections, Business, Finance, Paralegal or related field.
In lieu of a bachelors degree, an associates degree in the aforementioned fields and 3 years of experience in Customer Service, Collections, Business, Finance, Paralegal or related field.
In lieu of a degree, a high school diploma or equivalent with 5 years of experience in Customer Service, Collections, Business, Finance, Paralegal or related field will be considered.
Proficiency and experience with Microsoft Office Suite (e.g. Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly
Excellent interpersonal and communication skills (written and verbal), with both internal and external stakeholders
Strong investigative and negotiation skills
Strong analytical, organizational, and strategic thinking skills with a high level of attention to detail
Must be able to work collaboratively in a team environment as well as independently with minimal supervision
Must be customer-focused, self-motivated, and possess strong decision-making, critical thinking skills and use good judgment
Ability to resolve concerns and issues while maintaining a professional and calm demeanor
Must be willing to work outside of normal business hours as business needs require
Valid driver’s license

Nice To Haves

Experience and/or proficiency with SAP products
Experience working in the regulated electric and/or gas utility industry
Familiarity with New York State billing procedures, and collection laws and regulations

Responsibilities

Collaborates closely with the internal legal department and/or external legal counsel to initiate and manage legal proceedings against debtors when necessary.
Represents the company and participates in depositions, mediations, court conferences, etc.
Retrieves and prepares documentation in response to subpoenas, litigation, and legal inquiries, ensuring accuracy and compliance with legal standards
Leads the monitoring and analysis of customer accounts in arrears, initiating communication and proactive outreach to resolve overdue balances and ensure timely payment resolution
Manages complex negotiations with customers to establish payment plans
Investigates and resolves customer concerns regarding billing and/or services rendered including corrections of errors when necessary
Serves as the primary liaison for cross departmental customer service needs as required for investigation, corrections and resolutions while ensuring seamless, high quality customer service
Leads external vendor partnerships to deliver outcomes that support arrears reductions, and collection strategies; owns vendor contract lifecycle; establishes performance standards, monitors results, conducts regular business reviews, and drives corrective actions and continuous improvement to maximize recovery while maintaining compliance and customer experience expectations
Develops, prepares and monitors reporting on collection activities to analyze data, and recommend improvements to ensure high quality of service to customers.
Conducts on site visits to customer premises when necessary to resolve complex account issues and reinforce customer relationships
Supports special projects or high priority assignments as needed, contributing to department goals and continuous improvement initiatives
Provides support for storm restoration efforts